Desktop Support Analyst - FTC 6 months

ITV Consumer Limited 2024; City of Westminster; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading media and broadcasting company in the UK is seeking a self-starter for a technical support role within Workplace Technology. Responsibilities include resolving incidents, collaborating with teams, and contributing to the technology strategy. The ideal candidate will have strong problem-solving skills, a background in user hardware, and a passion for technology. The role offers opportunities for personal growth, flexible working options, and other benefits.

Benefits

Flexible working options

Generous holiday allowance

Annual bonus opportunity

Competitive pension contribution

Wellbeing and volunteering days

Qualifications

• In-depth expertise in user hardware including Apple Devices and Windows PCs.
• Hands-on experience in a corporate platform and application delivery.
• Experience of IT operations support in media, broadcast or TV production.

Responsibilities

• Take ownership of issues and provide regular updates to customers.
• Drive to maximize issue resolution at first contact.
• Collaborate with technical support teams for incident resolution.
• Create documentation on problem resolution.

Skills

Problem solving expertise with Apple Devices

Good understanding of structured cabling

Hands-on experience with Citrix and Google Workspace

Certified Diagnostic Engineer

Experience with ITSM toolsets like ServiceNow

User experience focused

Excellent organisational skills

Tools

ServiceNow

Citrix client

Google Workspace applications

Job description

The team ITV is the biggest commercial television network in the UK. Behind every famous face, there are hundreds of others, all doing their bit to make things happen. We love telly, we're passionate about content and most importantly we understand our audiences. As a growing international company, we're commercially minded and have a global focus. We're all about pushing the boundaries and being innovative. Workplace Technology is a pivotal department within ITV, they provide us with all the tools to do our jobs efficiently and successfully. The department is forever innovating to ensure that ITV employees have the best systems and tools available. The role will require you to work collaboratively with other Workplace Technology teams to resolve incidents and deliver on requests. You will be brought on the journey to deliver the Workplace Technology strategy and roadmap which will provide ample opportunity for your own personal growth and development. This will represent a great opportunity for someone looking to take the next step with their career. We are looking for a self starter who will have the drive and passion to reach new heights.

Responsibilities

• Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.
• Drive to maximise issue resolution at first point of contact in the "techzone".
• Develop a comprehensive knowledge of ITV's technology standards and procedures.
• Work closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status.
• Act as on-site interface for key third parties support teams for incident resolution.
• Collaborate with other on-site technical support teams.
• Investigate cause and take responsibility to provide analysis of reported recurring or persistent problems.
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.
• Identify appropriate solutions to resolve service incidents and requests.
• Assist remote support teams with incident resolution for any onsite devices.
• Update online familiarisation, FAQ's and "how to" guides and training material.
• Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.
• Support maintenance, updates and enhancements to work instructions.
• Remotely support "priority" incidents at other ITV offices as part of an enhanced priority support channel.
• Take ownership of incidents and see them through to completion with assistance from other members of the team.
• Troubleshoot, support and provide information to assist in incident resolution.
• Able to translate technical implementations into business friendly explanations and to demo functionality.
• Encourage and foster feedback from stakeholders and peers.
• Contribute towards documentation and process creation.
• Create material to allow end-users to self-serve.
• Develop skills in automation to support the broader WPT team.
• Work with the Operations Manager to document current issues and contribute towards resolution or process creation.
• Identify areas for personal development which will contribute towards the overall success of the team.
• Learn a department appropriate scripting language.
• Develop understanding of the Agile way of working.
• Assist the Business Analysts with requirements gathering.

Key Criteria & Qualifications

• In-depth, hands on problem solving expertise of a wide variety of user hardware especially Apple Devices and some Windows PCs including desktops, laptops, iPhones, iPads, MFP and other peripheral devices.
• Good understanding of structured cabling or Wi‑Fi connectivity e.g. Cisco routers, switches, WAP and managed cabling.
• In-depth, hands on problem solving expertise in a corporate platform and application delivery e.g. Citrix client, Google Workspace applications and MS Office suite.
• Certified Diagnostic Engineer status with a primary manufacturer e.g. Apple, HP, Dell, etc.
• Experience using ITSM toolsets like ServiceNow would be advantageous.
• Experience of IT operations support in media, broadcast and/or TV production environment advantageous.
• Experience of working with on‑shore and off‑shore infrastructure/service desk teams for problems that affect the desktop, server or network operating systems within SLA.
• Passionate about technology.
• Understanding of the importance of cybersecurity.
• Proactive, self‑motivated.
• Good technical, troubleshooting and analytical skills.
• User experience focused.
• Demonstrable ability to effectively prioritise and execute tasks in a high‑pressure environment is crucial.
• Knowledge of ITIL.
• Excellent organisational skills.
• Excellent written and verbal skills.
• Media industry experience preferred but not essential.
• Collaborative worker, able to function as part of a team, as well as work on tasks independently.

Benefits

• Flexible working with a range of options.
• Generous holiday allowance, plus you can buy more.
• Annual bonus opportunity.
• Competitive pension contribution.
• Save as you earn – with an opportunity to buy ITV shares.
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life.

About ITV

More about our benefitsTech, Data & Product team Behind every famous face, every programme, every channel is one of our market‑leading technology teams. Discover more about the teams that are building products that millions of people use. Find out moreWhat is the magic of ITV? It starts with a simple love of television. Watching it, creating it, talking about it. Whether it's daytime or primetime, for downtime or anytime. We're inspired by our audiences. Who helps shape what we make. Standing shoulder to shoulder with them. Because what matters to them, matters to us. Starting conversations. Winning hearts. Changing minds and sometimes even society itself. Big or small, what we make makes an impact.ITV is for Everyone. We create and showcase content by, with and for everyone, connecting and reflecting modern audiences. We are committed to championing diversity, equity, and inclusion across our organisation and in everything we do.

ITV is for Everyone. We create and showcase content by, with and for everyone, connecting and reflecting modern audiences. We are committed to championing diversity, equity, and inclusion across our organisation and in everything we do.